Experienced IT Technician with over a decade of expertise in technical support and troubleshooting. Adept at diagnosing and resolving complex issues. With over 10 years of exceptional customer service experience, demonstrating a commitment to delivering outstanding support.
Overview
12
12
years of professional experience
Work History
Support Engineer
The Intersect Group
Phoenix, United States
03.2023 - Current
Provide technical support and troubleshooting services
Collaborate with other teams to identify and resolve technical challenges
Actively participate in the development and implementation of IT projects
Leverage specialized knowledge of Microsoft Office, various Windows OS, and Active Directory to enhance system performance and user satisfaction
Diagnose and resolve issues efficiently to minimize downtime and boost productivity.
Supported Microsoft 365 environment
Assisted in the implementation of security policies according to best practices.
Documented all activities performed in accordance with procedures established by IT department.
Participated in regular meetings with management regarding project status updates.
Desktop Support Technician
Mercy Health Systtem
Janesville, United States
05.2019 - 03.2023
Offering technical assistance and resolving issues related to computer systems and software
Hardware and software installation, configuration, and maintenance
Providing prompt and efficient support to end users, ensuring excellent customer service
Managing user accounts and maintaining data security
Collaborated with the team to successfully implement IT projects and initiatives
Contributed to the overall organizational success
Travelled to and supported over 10 clinics and hospitals within the healthcare system.
Resolved customer service requests in a timely manner according to established SLAs.
Upgraded existing hardware components according to specifications provided by vendors.
Tested new products prior to their release into production environment.
Advanced Repair Technician
Geek Squad/Best Buy
Rockford, United States
10.2012 - 05.2019
Diagnosed and repaired hardware components, such as motherboards and hard drives
Trained and coached new customer service representatives on best practices and customer service standards
Collaborated with teammates to resolve customer issues in a timely and effective manner
Handled customer complaints calmly and professionally, resolving customer issues in a timely manner